Page 14 - Enterprise Engagement and ISO Standards eBook

Enterprise Engagement and ISO Standards

Updated 9001 Quality Management Principles

Below is an overview of the Quality Management Principles issued in 2015, four of which
specifically involve engagement. Please note that while these principles have been conveyed
to ISO 9001 companies, as well as holders of other ISO certifications related to people
practices, these are not standards. However, they are the basis for the 10018 employee
involvement standards issued later and outlined in Chapter 4. The 10018 standards issued
later are aimed at helping organizations identify and implement the specific strategies and
tactics appropriate to their organizations to build the quality management principles into
their culture. Here is a link to a complete copy of the ISO Quality Management Principles:
www.iso.org/iso/isofocus_113.pdf

The Quality Management Principles are:

1) Customer Focus
2) Leadership
3) Engagement of People
4) Process Approach
5) Improvement
6) Evidence-Based Decision-Making
7) Relationship Management

While the principles are focused on process, four are more specifically related to people and
engagement: Customer Focus, Leadership, Engagement of People and Relationship
Management. Below is a verbatim outline of the new Quality Management Principles that
pertain to engagement. This document creates a blueprint not only for quality management,
but also for any organization seeking to bake Enterprise Engagement into their culture
starting now.

QMP 1: Customer Focus

A focus on the link between customer needs and the organization’s mission is a
foundational principle of enterprise engagement. The primary focus of quality management
is to meet customer requirements and to strive to exceed customer expectations.

Rationale: Sustained success is achieved when an organization attracts and retains the
confidence of customers and other interested parties. Every aspect of customer interaction
provides an opportunity to create more value for the customer. Understanding current and
future needs of customers and other interested parties contributes to sustained success of
the organization.

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